Unselling What You Just Sold
By Mark Hunter
I'll never forget the first time it happened to me. The presentation with
the customer was going well. I had prepared extensively. In fact, I had not
just spent more time than normal, I had stayed up nearly all night to make
sure I had every element covered perfectly in my presentation. For me, this
sales call was going to be a huge success. My boss had told me this was
going to be a difficult quarter, and that's all I needed to hear to motivate
me to close this particular sale.
The customer I was meeting with was tough. In fact, using the word
"customer" was simply too nice. This customer was the ultimate professional
buyer who would routinely drive salespeople crazy with questions, bold
accusations and flat out rejection.
For this sales call, I was prepared. The program I was presenting to him
that day included a new item that I knew in the back of my mind he didn't
need and would most likely flat out reject with some very colorful language.
Shortly into my presentation, I noticed him giving me a high level of
attention and agreeing with what I was saying. Before I was even half way
through my presentation, he said he wanted what I was selling.
To say I was shocked would be an understatement. I couldn't believe it! I
began to wonder if he knew what he had just agreed to. Yes, he did know and
yes he said again he would take it. At this point, we all know as a
salesperson that it is wise to take the sale and leave. Yet, I was a bit
hurt. Remember, I had spent nearly the entire night preparing an incredible
presentation, and suddenly more than half of it was never going to see the
light of day. My ego took control and I felt that if I had spent hours
preparing it, he was going to hear it, so I continued on.
Go ahead and say it - BIG mistake! You're right - it was a big mistake. The
more I continued on with the presentation, the more the buyer was becoming
upset; however, he was not upset enough to throw me out without the order.
He listened, and honestly, I'm still not sure why. That's when I made the
final mistake. I shared with him some information that I never should have
had in my presentation, and suddenly he began asking me questions. It's not
hard to imagine what happened next, as he decided not only to NOT buy what I
was selling, he also went into a tirade about how I and the company I worked
for didn't know what we were doing.
My mistake was very basic. I kept talking after the buying signal was given
and in so doing, I lost the order and I lost credibility. The reason I'm
sharing this is not to say this has happened to me only once in my more than
25 years of selling. I'm sharing it because it's one of many situations
where I've unsold something. It's just that on this particular occasion I
saw it coming like a slow-moving train and still didn't do anything to get
out of the way.
When the buyer gives a buying signal, close the sale and leave. It's simple,
yet we as salespeople allow our egos and our pride to get in the way. Let me
share two rules I have regarding sales presentations. They're not
complicated rules, but many times are overlooked.
Rule 1: Close the sale as early in the call as you possibly can. The only
exception is if the price or quantity the customer wants is not within the
range of your objectives. If the buyer's requests are in your range of
expectations, then get the order.
Rule 2: Close the sale before you run out of presentation. I tell
salespeople with whom I am working that the measure of success is to not
have to go through your entire presentation to close a sale. This rule is
extremely important. You always want to have information and questions you
can share with the customer. I like to view it as always having a "back
pocket" presentation - information I can share with a customer, but only if
it is necessary. This gives me more flexibility and helps me close the sale
earlier. My ego is saved and the buyer is not subjected to information they
don't necessarily want to hear. Final benefit of keeping some of your
presentation in your back pocket is it subconsciously gives you confidence
and determination. You will have confidence in knowing you have more
information if you need it, and you will have determination to close the
sale with the initial round of information and questions.
It seems crazy that a salesperson could unsell what they have already sold,
but it can happen. Do whatever you can to make sure it doesn't happen to
If you're wondering what happened to me and my relationship with the
customer, here's the epilogue: He never did take the new item, and although
he did continue to work with me on other activities, I never did get our
relationship back to the level it was before my mistake.
About the Author:
Mark Hunter, "The Sales Hunter," helps individuals and companies identify
better prospects, close more sales and profitably build more long-term
customer relationships. Since 1998, he has consulted nationally and
internationally with thousands of salespeople and global companies. You can
follow his Sales Motivation Blog at
www.TheSalesHunter.com. You can also connect with him on Facebook
www.twitter.com/thesaleshunter, and Linkedin